Complaints

This profile includes complaints for PacSun's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PacSun

  3450 E Miraloma Ave Anaheim, CA 92806-2101

• 

  Pacific Sunwear of California, Inc.

  7850 Mentor Ave Mentor, OH 44060

• 

  PacSun Southpark Center

  1028 Southpark Center Strongsville, OH 44136

• 

  Pacific Sunwear

  1245 Worcester St Natick, MA 01760-1515

• 

  PacSun

  99 Rockingham Park Blvd Salem, NH 03079-2900

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3, 2025, I placed an order through PacSuns website (Order #*********) with a total value of $291.83. The order was split into two shipments. One package, containing one item worth $53.55, was delivered and received without issue. However, the second package, which contained seven items totaling $238.28, was marked as delivered by ***** on April 8, 2025but I never received it.I have reached out to PacSun multiple times to resolve this matter. Unfortunately, they are refusing to help unless I file a police report. As a minor, I am not legally able to do that without a guardian, and I am not comfortable involving law enforcement for a missing package, especially when I had no control over the shipping process. PacSun has also suggested I file a bank dispute instead, but that can take a long time and I urgently need either a refund or the missing items.I feel that it is unreasonable and inappropriate for a large company to place the burden of a police report on a minor for a lost package. The issue lies with their shipping partner (*****), and it is not the customers responsibilityespecially a minorsto fix it through legal steps.I am simply asking for a fair resolution. I either need the items I paid for or a refund of $238.28. I hope PacSun will do the right thing with BBBs assistance.

  Business Response

  Date: 04/21/2025

  Hello *******,

  Sorry to hear you did not receive your package and that you do not feel are policies align with how you believe your situation should be handled.

  In reviewing the tracking information, it does appear to be clear that the package was in fact delivered to your doorstep based off the delivery photo from FedEx.  As the merchant, we're going back off the carrier delivery confirmation, and in this case, the photo delivery confirmation as well.

  Given the above, we would be sticking firm to our policy of requiring a police report or dispute to be filed.  For the police report, a guardian should be able to assist.  For a bank dispute, please note this does not guarantee a refund.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed with the lack of response and accountability from PacSun. I contacted them 13 days ago regarding two missing items from my order #*********: the PacSun Red Brushed Plaid Jacket and the PacSun Gray Blouson Jacket. These items were not included in my packages.I immediately called and emailed PacSun to report the issue. I was told I would receive a update within one daythat never happened. I even followed up through email, yet I still have not received a refund or any update whatsoever.What makes this situation even more frustrating is that the missing jackets are now out of stock, so I can't even reorder them. Ive been patient and given PacSun more than enough time to resolve this, but at this point, the silence is unacceptable. I feel ignored, dismissed, and extremely frustrated as a paying customer.All I want is the refund I am owed for the missing items.

  Business Response

  Date: 04/17/2025

  Hello Brayan,

  Apologies this was not handled in a more timely fashion.  Typically in scenarios such as yours, we do complete validation internally, along with the carrier to confirm if the package was mispacked.  For your order, it does appear there was a processing issue as the weight internally versus the carrier weight were off.

  The items, as you mentioned are out of stock, so a refund was processed for $123.30.  This will be submitted to your bank this evening and should post to your account in 3-5 business days.

  For the delay and inconvenience, we'll also be sending you a $25 eGift Card which is redeemable online or in-store.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 04/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

  
  Regards,
  
  ****** *******
  
   

  
  

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  one item of the items in the order was delivered two months after it was shipped. i called and was told I could return it and the $10 return fee would be waived. when I got the refund the $10 was not waived. I called and was told due to "system issues" I couldonly get a store credit, not a creidt back to my credit card. then i said ok then send a check. i was sent an *** W-9 form that would require me to E-MAIL my SSN. what is wrong with you guys? stop wasting my time. I want a refund of $10 back to my card like a normal store would do. You have lost me as a customer.

  Business Response

  Date: 03/09/2025

  Hello ******,

  Apologies one item was delivered late and the refund process has not been seamless. Unfortunately, we're unable to issue a partial refund for $10 via our standard processes, hence the e-Gift or check being offered.

  We will revisit internally to see if there's is a different way we can trigger the refund to avoid the W-9 being filled out so a check is issued.  

  Please expect a follow up by end of day Monday, 3/10.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear PacSun,In November, I placed an online order with PacSun and later returned some items. By mistake, I included a Nordstrom item in the return package. When I contacted customer service, I was told to return the PacSun items first, and then my ********* item would be sent back to **** followed these instructions and returned the PacSun items in early January. However, despite multiple follow-ups, I still havent received my ********* item or any update. This has been very frustrating.I expect PacSun to resolve this issue as soon as possible. Please let me know how you plan to handle this.Looking forward to your *************,*****

  Business Response

  Date: 02/12/2025

  Hello *****,

  Apologies this has taken so long to resolve and for the delayed response.  Unfortunately, we had a communication gap between the **************** and warehouse teams.

  We can confirm that our warehouse has shipped the *********'s items back to you with UPS tracking #1ZGH62350342381150.

  Regards,

  Pacsun ****************

  Customer Answer

  Date: 02/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  N N
  
   
  

• Initial Complaint

  Date:01/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order had not arrive and after weeks of not responding I contacted again and they just told me to contact the police to report a stolen package even though they simply did not give me the items I paid for. There were no signs of theft on my property with security cameras.

  Business Response

  Date: 01/27/2025

  Hello Kira,

  Apologies the **************** team did not correctly follow up with you shortly after their last response to you on December 16.  When you followed up with on January 2, we did reply back January 5 that we would have to stick with company policy and needing to have a police report filed and validated before a refund or replacement was issued.

  Once the above has been provided, we can proceed with issuing a refund for the missing package.

  Regards,

  Pacsun ****************

  Customer Answer

  Date: 01/27/2025

  hello, I stated that you had requested a police report, however as i stated there was no signs of theft, i have cameras on my property and I would know. The package was incorrect on your end.

  Business Response

  Date: 01/27/2025

  Hello Kira,

  We understand your statement, that said, we'd still require the police report before proceeding.  Our records indicate the package was successfully delivered with all the required items.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 01/30/2025

  I spoke with the non emergency line and they told me if no signs of theft they will not file a report.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order No: ********* I paid Pacsun a total of ****** and only have recieved back ******* after returning all the items. This order was back in June I called support and they said they would follow up with me regarding this matter and haven't heard anything from them since. This is absolutely ridiculous. I understand that there are costs associated with returning items and I'm happy to pay whatever restocking fee or shipping fee I have incured for returning all of my items but to be shorted $500 is a bit ridiculous in my opinion. I decided not to dispute this with my credit card provider because I believe pacsun is a company that does in fact care about its customers and I'm hoping this is all just an honest mistake. I'm requesting for some money to be returned to me.

  Business Response

  Date: 01/03/2025

  Hello Karan,

  As discussed with our **************** team yesterday, there are multiple items that have yet to be returned.  Please see below for a list of said items:

  6119333 , *******, *******, ******* , *******, *******, *******, *******, *******, *******, ******* (2 units)

  A prepaid return label was furnished to you yesterday.  Once the items are received and processed, we'll proceed with issuing a refund.

  Regards,

  Pacsun ****************

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 pairs of jeans. In September. Original order was " delivered" but it never came. Said they do not require delivery service to take pictures for proof of delivery. They resent order, again, stated delivered. I have cameras on my property, nothing was ever delivered. Said they could refund 70% of my order, takes 15, to 25 days, That was October 31.

  Business Response

  Date: 12/29/2024

  Hello *****,

  Sorry to hear you've head issues getting this resolved.  Reviewing the communications, your order #, email and phone #, we're not seeing an order in our system under any of that info.

  Can you confirm if this was placed under a different email address?  Did you contact us under a different email address?  In order to properly assist, we'll need to locate your order information.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:12/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PacSun has a return policy ..which really is a lack of return policy on FOG clothing only. You are not even able ti return during the holiday season. Worst thing is..FOG clothes run super big and I purchased for a Christmas present. 200 wasted due the sizing being soo off. PacSun you should do better with customer service .

  Business Response

  Date: 12/23/2024

  Hello ** ********,

  Apologies the return policy is not to your liking.  In-store, at the cash register area, there should be signage indicating the return policy for FOG, which is you can return for store credit or exchange up to 7 days from the purchase date.  A refund to the original method of payment cannot be done.  Online, we communicate the final sale policy on the product page (where you select the size and can view photos of the item), the shopping bag/cart, and checkout, along with our **************** page.

  That said, we do try to be as transparent as possible around the policy.  We're unsure where the purchase was made, but feel free to contact **************** to see what options we can potentially walk you through.

  Regards,

  Pacsun ****************

  Customer Answer

  Date: 12/23/2024

  the items were purchased online and it would be great if there is an option for store credit especially during the holiday season. 

  Business Response

  Date: 12/24/2024

  Hello ** ********,

  We can help to facilitate that.  As mentioned, please contact our **************** team for next steps.  You can visit the link below for ways to get in touch with us:

  ***************************************************************************************************

  Regards,

  Pacsun ****************

  Customer Answer

  Date: 01/02/2025

  Hi- I contacted customer service and they said there are not able to provide store credit. Please assist. 

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Men's size M sweatshirt on 12/2/24. I received the package one week later and a Children's size M sweatshirt arrived instead of Men's size, which is what I ordered. I chatted with PacSun online customer service for 30 minutes and was assured a MEN's size replacement sweatshirt would arrive within 2 days, expedited shipping, as originally I was offered standard shipping and expressed that I did not want to wait another week for something as the error was on their part. Two days passed and the replacement sweatshirt never arrived. I went back to the Pacsun online chat and was told that the replacement order was under review and was still showing as pending Standard Shipping. I explained the issue and shared that I was expecting the sweatshirt to have arrived already as two days had passed. I was then told that the request for expedited shipping was denied. I asked to cancel the order and was told that the order could not be canceled but that I could refuse the shipment once it arrived. I also asked this second online chat representative to confirm that the sweatshirt did indeed come in a Men's size and that the Men's size would be what they would ship to me - and that was confirmed. The replacement Pacsun package just arrived today 12/19/24; ***** dropped the package on the porch and drove off. There was no way to refuse the order for one, and secondly, I still wanted the Men's size M sweatshirt. I opened the replacement package and another Children's size M sweatshirt was there. I have now been on the phone on hold for 30 minutes awaiting a supervisor. Please also note that neither sweatshirt received had any price tags. The customer service agents asked me for the *** numbers so they can investigate, however, the items arrived without tags - this is outrageous! I am being told that I will be refunded once the return shipment is in transit. So I am hopeful. But this complaint needs to be shared with consumers.

  Business Response

  Date: 12/20/2024

  Hello ********,

  Apologies the wrong size was shipped twice to you.  We can confirm there is documentation on the original order to issue a refund once the wrong sizes are in transit back to our warehouse.

  Reviewing the order, the item was shipped by a third party vendor.  Not all items on our site ship from our warehouse or store, so we partner with other brands to sell their goods, and those brands fulfill the orders themselves and send out on our behalf.  We've shared the inventory mix up internally so we can circle back with the brand to fix the issue.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didnt receive the package,***** said delivered but not my house.I try to find PacSun,but said I need to find bank to dispute,but almost three years bank always no resolve my dispute.I dont know how can I do Because I really didnt my package but Pacsun and bank both no resolve my dispute.

  Business Response

  Date: 12/18/2024

  Hello Yishuan,

  On initial contacts back in December 2022, we advised you had the option to file a police report or dispute.  Reviewing the order notes, a dispute was filed and we were awarded the dispute by your payment provider.

  Unfortunately, with the order being two plus years old, we are unable to action the order any further at this point.

  We apologize for the inconvenience; however, we do encourage customers to file a police report to ensure little friction from being issued a refund.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 12/23/2024

  I don't accept this way of handling it. During this period, I find to Pacsun three times, and they always tell me to go to the bank to dispute it, and they didn't want to solve my problem. Then in the past three years, I asked the bank to dispute it ten times, and I always asked the bank to dispute it. said there was insufficient evidence and they refused to refund me. I clearly did not receive the package and tried to contact the police. However, the police said that it was very common for packages to be lost and they refused to accept my report. I didnt know what to do. The company and the bank were in conflict. It has been almost three years since neither party has completely solved my problem. Everyone will collapse, right?

  Business Response

  Date: 12/24/2024

  Hello Yihsua,

  As the merchant, we cannot control what the bank determines.  We simply provide them supporting documents for the purchase and delivery, and they make the independent decision to rule in favor of the merchant or customer.

  Given the age of the order, as previously mentioned, we cannot issue a refund.  

  Regards,

  Pacsun Customer Service